Number of call's within a period of time 1

[rune]

I need some help getting started: I’m making a report who returns the number of calls(and what happened to them), in a call centre.

The challenge is our opening hours, people calls when we are closed (for example between 22-08), and these calls must be sorted out from the report. I think that’s the easy part.

Our opening hours are different from day to day, from Monday to Friday we are closed between 22-08, on Saturdays we are closed to 10, and on Sundays we are closed all day.

I can’t use a the “selection expert” because the call center has several customers with different opening hours, and the opening hours varies from day to day.

Database: Orackle 73 ver 2.5
Using: CR 8
Me: Novise

Rune

 

[malk]

it might help to more clearly define the critera for customers.
For Example: if you have a field for Customers called "openid". that way you can select opening hours based upon openid.
For example if Mon-Fri openid 1 is 8 and openid 2 is 9, that can easily be defined in the select expert.

 

[NTSGuru]

How are you trying to break down the data? do you need daily statistics by client, calls per hour, etc...?

If it's by client, then you should be able to group on client, then make a formula for your day/hours, and group off that.

Fred

P.S. - I also work in a callcenter... feel free to email me to bounce ideas for this. I have written several reports of a similar nature.
Fred@BrothersAgain.com

 

[rune]

I’ll try to specify my problem:

I do have a Boolean for “night transfer” Y/N, but I cannot use this because we have one task whit several “subtasks”.

A call arrives at the phone central; if we are closed you get a message from the VRU (“voice respond unit”) saying something like ”Sorry we are closed”(usually a bit more polite;-)). This call will be marked “Y” for night transfer.

The problem arises on our “hotlines”. Our clients customers have one number they call for help. “Business to Business” it is open 24 hour, but “Business to Private” it closes at 22. This mean the customers hears “ Welcome to blablabla, pres one for P and two for B”, when they pres two for P they get “sorry closed”, this message will get night transfer “N”, because it has been transferred to the second VRU message. It’s a weakness in the system, and the manefactor promises to make a fix, (and it may be ready for some future relise in who know long time) but nevertheless; I have to deal with it.

 

[dcm]

rune: A couple of suggestions:

1. In order to have different closed periods for each client you could make use of Crystal's ability to work with ranges and arrays using something like the following:

Numbervar range open_period := [0 to 0, 8 to 22, 8 to 22, 8 to 22, 8 to 22, 10 to 22][DayofWeek(Printdate)];
// This selects the same open period on Mon-Fri (element numbers 2 through 6), a diferent one on Sat (element 7) and none at all on Sun (element 1)

You could then modify open_period for each client as you wish

2. Your need to identify a call as a night transfer can again be handled by an array using something like the following:

Booleanvar night_transfer := true; // you're closed

If VRU_response_time in open_period then
night_transfer:= false // you're open
else
If VRU_response = "B" then
night_transfer:=true // Business user
else
If VRU_response = "P" then
night_transfer:=false //Private User


Hope this helps David C. Monks
david.monks@chase-international.com

http://www.chase-international.com

Accredited Seagate Enterprise Partner